Security Services
Service Level Agreement
V2.0 – April 2014
Central Control Room 24 hour response numbers
General Enquiries: (01904 32) Ext. 4444
Emergency only: (01904 32) Ext. 3333
GENERAL STATEMENT AND GUIDANCE NOTES
Security Services - Service Level Agreement (SLA)
1
1.1
General Statement
Security Services is a University service provider with a remit for:
Security Operations
Security Technical Services
Car Parking – Special Events
This document details the services provided within current resources to meet the
expectations of our customers and lays down the responsibilities of both parties.
1.2
This SLA is designed to provide both staff and resource support to staff, students and visitors,
and where contracted to conference related functions and tenants. Due to the nature of
University funding, the SLA will be reviewed annually on 31 July.
2
2.1
Breaches of the Service Level/Comments
The Senior Security Controller welcomes comments on the SLA with a view to service
improvement. Where customers feel that the service level is not compatible with their
requirements or that the support given is below the stated level, they should write in the first
instance to:
Senior Security Controller
Health, Safety & Security
Enterprise House
York Science Park
University of York
Heslington
York YO10 5DD
All complaints will be dealt with in accordance with the University’s complaints procedures.
2.2
Where the response is not deemed satisfactory, aggrieved parties should contact the Director
of Health, Safety & Security for further investigation.
3
3.1
Changes to the Service Level
The Senior Security Controller will review the SLA annually (see paragraph 1.2) and where
improvements are made the SLA will be duly annotated. Where there is a reduction of
service, notice will be given that changes will be made either following written notification to
specific parties or after three months notice has been given.
3.2
Contracts. Where there are written contracts, both parties may withdraw from these
agreements in compliance with any contractual arrangements.
4
4.1
Clarification
Please contact the Office Administrator, Security Services, Enterprise House (telephone
number 01904 432045) for clarification on any of these agreements.
Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)
Page 1 of 8
Service
Level of Service
Security Operations & Technical Services
Incident Reporting
Security Services will respond within
a reasonable time frame (between 510 minutes on campus and 15-20
minutes off-campus) to reports of all
incidents upon University property or
involving associated staff, students or
visitors.
User Responsibilities



Security Services will produce a
written report for all notified
incidents, detailing known facts,
actions taken and detailed timings. A
‘Security Update’ summary of reports
will be distributed the next working
day by 09.00 hrs to all registered
recipients.
Security Services will provide every
assistance possible to enable victims
of crime to report the offence/s to
North Yorkshire Police.


Security Services regularly liaise with
North Yorks Police about all alleged
criminal incidents involving
University users, and assist them in
any subsequent enquiries, as
appropriate.


Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)
Users are to report
incidents without delay to
the nearest staffed
Reception or direct to
Security Control at the
Security Centre (24 hour
staffed).
To ensure good
practise/preserve evidence,
users are required to follow
security advice.
Users are required to make
immediate personal contact
ie telephone, to report
incidents. Email is not to be
used.
Users who are not
registered to receive the
Security Update and need
to see a specific report,
should contact the Senior
Security Controller.
Victims of crime are
responsible for reporting
any personal loss to the
police and obtaining a
crime reference number,
without which the incident
will not be recorded as a
crime. North Yorkshire
Police will not record a loss
reported by a third party,
even when committed
upon University property.
The crime reference
number should be passed
to Security Control at the
earliest opportunity.
Users are required to
remain at the scene to
assist in any subsequent
investigation & report
compilation and must
ensure their actions do not
compromise the crime
scene (forensic
examinations).
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Service
Fire Alarms
Intruder Alarms (see also
Access Control information
below)
Level of Service
Security Services will take all
reasonable measures available to
prevent crime and deter criminal
activity, to minimise risk and loss to
personnel and property.
Security Services will monitor the
University’s fire alarm system and
will respond to and assist in:
- evacuation
- first aid
- intelligence gathering
- Fire Brigade access
- business continuity
- welfare and safety of
evacuees
- security of the scene
- provision of reports
- evacuation of personnel
from refuges
Security Services will undertake
security surveys and provide advice
on the installation of intruder alarm
system(s) to the University’s
specification.
Security Services will monitor the
University’s intruder alarm system
and will respond immediately to
alarm activations, or notification of
such activations, to:
Protect life
Prevent crime
Protect property
Prevent loss or damage
User Responsibilities

Users should follow
University of York’s
Emergency Procedures at
all times.

In the event of an alarm
activation, including those
caused by error, users are
responsible for remaining
at the scene to await the
arrival of Security Services
staff, and to give details of
the cause.
Users are responsible for
ensuring any crime scene is
preserved.
It is the users’
responsibility to ensure
that an installed intruder
alarm in their area of
operation is armed when
they are the last to leave.
(Subject to local variation
agreed with the Senior
Security Controller).
Alarm user codes are not to
be issued to non authorised
personnel. In addition,
codes should not be:
- shared with others
- issued to persons for

Security Services will maintain
systems installed to ensure
operational effectiveness.

Security Services will undertake to
train local staff on the use of intruder
alarm systems.

Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)
Page 3 of 8
Service
Level of Service

Lone worker emergency
alarms
(formerly ‘panic alarms’)
Disabled Rooms/ Lift
Alarms (fixed)
Building Management
Alarms (BMS)
Security Services will prioritise this
type of activation, with an estimated
attendance time of 5-10 minutes
(location dependant).
Security Services will respond, (where
alarms are linked to the Security
Centre), to disabled room/lift alarm
activations within 5-10 minutes.

Security Services will respond
appropriately to BMS initiated emails
regarding equipment issues




CCTV
User Responsibilities
an area unless that
person is authorised/
issued with a key for
that area.
Departments, Centres,
Institutes and Colleges
(DCICs) are responsible for
ensuring that their staff
using the system are fully
conversant with the
system.
Users’ are to use these
alarms for their intended
purpose and not for nonemergency situations.
Users are responsible for
the correct use of installed
systems.
Where users activate an
alarm in error, they are to
remain at the location or
contact the Security Centre
to alleviate an
inappropriate operational
response.
Estates Services are
responsible for ensuring
the integrity of the BMS
equipment within the
Security Centre and that
written policies and
procedures are kept up to
date.
Estates Services will ensure
that BMS alarm activations
report to the Security
Control Room email
address and include all
relevant information to
enable staff to respond
appropriately.
Security Services will undertake
Security Surveys and provide advice
on the installation of CCTV systems
to University specification.
Security Services staff, when not
otherwise operationally committed,
will observe the CCTV screens and
respond accordingly.
Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)
Page 4 of 8
Service
Patrolling
Level of Service
Image data will be processed in
accordance with the University of
York’s Data Protection and CCTV
Policies/Code of Practice.
Security Services will maintain
installed systems to ensure
operational effectiveness.
In the interest of ensuring a safe and
secure environment, Security Services
staff will provide both foot and
mobile patrols of the University
estates on a 24 hour basis.
User Responsibilities


It is the users’
responsibility to ensure
that their area of operation
is secure, and alarmed,
before departing.
Users’ should report all
suspicious activity to the
Control Room
immediately.
Security Services staff will, at night,
patrol the main campus on foot,
visiting each building on a regular
basis between the hours of 18.00 and
06.00.
Security Services will provide mobile
patrol support to all locations. All off
campus buildings will be visited
regularly between the hours of 18.00 –
06.00 Two mobile patrols will be
provided in support of all University
locations between 18.00 and 06.00
daily.
Security Control Room
Staffing
Response Times
Response Action
Operationally Effective
Equipment
Security Services will ensure that the
University’s central ‘Control Room’
will be staffed by trained personnel
24/7, 52 weeks per year.
Control Room staff will respond to
telephone calls received as follows:
- x3333 (University of York’s
emergency number) will be
responded to immediately.
- x4444 (Enquiry Number) will
be responded to within 15
seconds, 90% of the time.
Control Room staff will respond in
the appropriate manner according to
the nature of the call, prioritising as
necessary.
Security Services will monitor and
maintain all systems within the
Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)

Users should be clear and
concise about the issues
reported and the nature of
the call to ensure proper
prioritisation.

Service providers will
ensure that they respond in
Page 5 of 8
Service
Management of Incidents
Escorts
Level of Service
Security Centre (in accordance with
the agreed maintenance provision)
and take expeditious action to rectify
any faults/issues via the appropriate
service provider.
Section Supervisory staff will coordinate incidents. They will ensure
that appropriate follow-up
action/investigation is undertaken in
a timely manner.
Section Supervisory staff will coordinate the correct compilation of
reports.
Security Services will provide an
escort service in accordance with the
published protocol (refer to SOP-D013
User Responsibilities
accordance with their
agreed SLA’s/maintenance
agreements.

Users should contact the
Security Centre on x4444.

User to contact nearest
Reception/Security Centre
or call x3333 for assistance.

Estates Services are to
provide accurate and upto-date records of
Contractors due to be on
site at these times,
Security Advice and Information for StaffStudents & Visitors
First Aid Response
Out-of-Hours Contractors
Loss of Services
Security Helpdesk
Opening Hours
Response Times
Security Services and Campus
Services will provide first aid trained
personnel to enable first response
medical assistance to University
users.
Security Services will assist Estates in
the signing in/out of external
contractors outside of Estates normal
working hours.
In the event that the Security Centre is
lost through any form of
natural/unplanned event, the Senior
Security Controller will implement
the Section’s Business Continuity Plan
to re-establish services with as little
disruption as possible the University.
The Security Centre Helpdesk,
Information Centre is open between
0800hrs and 1800hrs, Monday to
Friday.
Security Helpdesk staff will respond
to telephone calls received as follows:
- x2057 (when staffed), will be
responded to within 15
seconds, 90% of the time.
Voicemail messages will be
responded to within 8
working hours.
Every effort will be made to respond
to all communications within 3
Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)
Page 6 of 8
Service
Access Control
(Tesa/Onity/KABA)
Key/Access Card Requests
Car Parking
Day-to-day management
Patrols
Special Events
Level of Service
working days.
Security Services will manage,
monitor and maintain the
University’s main access control
database and file servers to ensure
continued operational use, reporting
issues to relevant service providers in
accordance with agreed protocols.
Requests new/replacement keys (hard
locks)/access cards (Onity/KABA) will
be actioned within two working days.
User Responsibilities

Service Providers will
ensure that they respond in
accordance with their
agreed SLA’s/maintenance
agreements.

Users are to send urgent
requests by email to ensure
a response within the two
working days, and to
justify request.
Supplies Office to process
receipt of a completed
Order Requisition Form in
accordance with their SLA.
Orders for hard keys will be
authorised by the Senior Security
Controller or the Office Co-ordinator
and forwarded to the Supplies Office
for processing
New/replacement access cards will be
produced within two working days of
the users request. An email/
telephone call will inform the user
that the card(s) are ready for
collection/signature.
Postal parking permit applications
will be actioned and returned to the
user within two working days.
Requests for new permits or permit
changes made in person at the
Security Centre will be actioned
straight away.

The Travel & Transport section of
DECS is responsible for all day to day
management of campus car parking.

Users should refer to the
Dept of Estates & Campus
Services website for the
appropriate service level
agreement.
Security Centre staff will carry out
random patrols of University car
parks and access/egress routes to
provide as far as is reasonably
practicable a safe and secure
environment.
Security Services retains management
responsibility for car parking
arrangements for the University’s
large events e.g. Open Days. The
University of York reserves the right,
at all times, to change the use of car

Users should report any
suspicious circumstances/
parking issues to Security
Control (x4444)

Users are to inform the
Security Centre prior to
large events taking place to
ensure suitable
preparations can take
place.
Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)
Page 7 of 8
Service
Management Support
Senior Security
Controller(SSC)
Level of Service
parking provision. Users, where
possible, will be informed prior to
any changes.
The SSC will provide a full
management overview of security
plans for the University & crime
prevention; a full report will be
submitted annually to the Health,
Safety & Security Welfare Committee



Office Manager
User Responsibilities
Users must comply with
any information that is
provided.
The Estates Department
and other Service Providers
will inform the Senior
Security Controller about
any building works
planned at the initial
planning stages.
DCICs are not to change
any locking system without
the approval of the Senior
Security Controller.
Every effort will be made to respond
to all communications within 3
working days.
The Office Administrator provide
detailed administrative support
during standard working hours.
Every effort will be made to respond
to all communications within 3
working days.
Security Services Service Level Agreement
Revised: April 2014 (Version 2.0)
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